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The West Brom are looking to recruit a Relationship Development Assistant to join our Intermediary Sales and Support team (ISST). The Post holder will provide a comprehensive support based service to our key broker partners. Completion of all relevant Intermediary Sales and Support Team duties, including all procedures, controls and processes within the team.
Key responsibilities
- Act as the central support for brokers throughout the Decision in Principle (DIP) and application process via MAPS, general enquiries both phone and written, outbound calls and any other related points.
- Complete all required procedures and tasks of the ISST, within the Risk Framework and Intermediary Governance Framework
- Report any Conduct Risk concerns to ISSTM for recording and monitoring
- Identify and communicate gaps in ISST procedures and practises with a view to improve the way things are done
- Ensure that all correspondence is completed, promptly, accurately and within business processes, procedures and timescales
- To assist with central communication to our key partners on policy, processes and products via telephone and email, ensuring no DPA breaches are recorded
- Maintain a minimum productivity percentage on the Daily IST Utilisation Report, whilst maintaining low hold, wrap up and personal time.
- Assist with payment of proc fees, MI reporting and provide technical MAPS support to brokers
- To build strong relationships with brokers, as well as provide a recognised superior service to intermediaries
- To assist Business Relationship Managers with any application escalations and case updates as and when required
Skills and experience required
- Ability to work within a fast-paced environment, to ensure that administration is progressed in accordance to set timescales and customer deadlines
- Able to utilise knowledge gained to ensure that complex matters are addressed and solutions/recommendations can be made ensuring that the position of the Lender is protected at all times
- Highly motivated with a strength in organisation of own workloads, ensuring priority is given to urgent matters with minimum supervision
- Excellent written and verbal communication skills and ability to communicate confidently and effectively across a wide range of audiences
- Have the ability to maintain a professional and courteous relationship with all contacts
- Highly developed listening skills, with excellent interpersonal skills with the ability to change approach/tact as the case requirements evolve
- A keen eye for detail
What's in it for you?
We wholeheartedly believe that our people are our greatest asset, that’s why in addition to your salary you will be rewarded with a wide range of other benefits:
- Generous annual leave starting at 25 days + 8 bank holidays, (pro rata)
- Pension scheme where we will augment your contribution by 0.6% (Up to 10.6%)
- Social club membership – dozens of discounts available for a wide variety of family days out and events
- Performance related pay scheme
- Corporate health plan with the option to include family members
- Discounted travel cards
- Life assurance provided by the Society at 4 times your salary
When we say our people are the West Brom’s biggest asset that doesn’t mean just viewing them as employees. We also recognise they have a life outside work, one that has responsibilities and rewards which the Society respects and supports in ways that aim to bring the best out of them. We operate flexible/hybrid working at our Head Office, our Recruitment team will be happy to share further details of this with you if you are interested in applying for a role.
Why choose the West Brom?
At the West Brom we appreciate that our employees are unique individuals with differing needs depending on their specific circumstances and stages in life. When we say our people are the West Brom’s biggest asset that doesn’t mean just viewing them as employees. We are proud of our heritage and absolutely believe that the West Brom is a great place to work.
The West Brom are a Disability Leader employer and encourage disabled applicants and applicants from diverse backgrounds to apply. We will consider requests to make adjustments to our recruitment process and offer a guaranteed interview to disabled applicants meeting the essential criteria. Should you require assistance please do not hesitate to email careers@westbrom.co.uk.
